Helpdesk Technician

Mortgage Automator • Toronto, ON

36d • Hybrid

About The Position

The Helpdesk Technician serves as the first point of contact for Mortgage Automator employees experiencing technology issues, providing responsive, friendly, and effective Tier 1 support across hardware, software, and account access. This role is central to keeping MA's team productive — from day-one equipment setup for new hires to fast resolution of everyday technical issues — and plays a key part in maintaining a smooth, professional employee experience as the company scales.

Requirements

• Diploma / Degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 1–3 years of experience in a helpdesk, desktop support, or technical support role.
• Working knowledge of Windows and macOS operating systems, Microsoft 365, and common business productivity tools.
• Familiarity with user account and access management (Active Directory, Azure AD, or similar identity platforms).
• Basic understanding of networking fundamentals (Wi-Fi, VPN, TCP/IP troubleshooting).
• Experience using a ticketing/helpdesk system (e.g., Zendesk, Freshservice, Jira Service Management).
• Strong customer service orientation with clear, patient communication skills.
• Ability to manage and prioritize multiple concurrent requests in a fast-paced environment.

Nice To Haves

• CompTIA A+ certification is an asset (or actively working toward it).

Responsibilities

• Respond to and resolve incoming helpdesk tickets covering hardware, software, and connectivity issues in a timely, professional manner.
• Prepare, configure, and deploy laptops and equipment for new hires; manage equipment retrieval and account deactivation for departures.
• Handle password resets, permission changes, and user account administration across core business systems.
• Track IT hardware inventory, coordinate repairs, warranty claims, and replacements with vendors.
• Maintain internal knowledge base articles and standard operating procedures to support self-serve troubleshooting and consistent service delivery.
• Identify and route complex issues to Tier 2/3 support or appropriate technical staff, ensuring clear handoff notes.
• Other duties as assigned.

Benefits

• Competitive paid vacation
• Dedicated personal leave supporting total well-being, including physical recovery or mental health.
• Comprehensive Health Benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree